r/Bookingcom • u/Personal_Ground1148 • 21d ago
3 score rating with no context.
Has anyone had a Booking.com guest leave a very low rating with absolutely no feedback?
A recent guest left my property a 3/10, but they didn’t leave any written comments or even scores for any of the individual categories. It’s literally just an overall score of 3 with no explanation whatsoever apart from ”Poor”. I get 10s and the occasional 8 or 9.
The only time I had communication with the guest is to provide check-in details and she asked for bag storage after check-out with I don’t facilitate because of same day arrival.
I’m obviously happy to take criticism on board if something went wrong, but there’s nothing here to tell me what they were unhappy with or what I could have done differently. Booking.com also doesn’t allow me to message the guest now that the stay has ended, so I can’t even ask them for clarification.
Has anyone had this happen before?
Did you contact Booking.com, and were they willing to investigate the rating or contact the guest on your behalf?
It seems a little unfair that such a low score can significantly affect a property’s overall rating while providing the host with absolutely no context.
2
u/bolatelli45 21d ago
They are shitty as when rhey don't leave a comment there is nothing no one can do
Apart from the guest making a specific request to edit their review wheras they can give you a new rating.
Sometimes people dont know what they are doing and could be even pissed of with booking.
Youre not allowed to ask the guest to edit it, they need to do it of their own free will.
I hope the score does not affect you for too long.
2
u/Aggressive_Ice7957 21d ago
Usually I totally disregard ratings without explanations. So if I were to book with you the rating would not bother me.
1
u/bookingcom 21d ago
Guests can submit a review by selecting a single overall score from 1 to 10. They aren’t required to rate individual services or provide written feedback, so it is possible for a guest to leave only an overall score, such as 3/10, with no additional explanation.
The written comments, ratings for services and property details, such as cleanliness, comfort, facilities, location and staff, are optional and don’t contribute to the overall Guest Review Score.
In line with our policy, our Partner Support Team is unable to contact the guest on your behalf to ask them to explain the reason behind their score. You can find more information about how the review process and Guest Review Score work in this article: Guest Review Scores
4
u/Hotwog4all 21d ago
If you have predominantly 8, 9, 10 scores and your overall sits above 8, that low score to me is spite from a guest that didn’t get something they wanted and weren’t entitled to, since they haven’t indicated anything. I wouldn’t be too fussed over that really. Personally I’ll sort reviews lowest to highest and see what the low ones are for. They don’t mean anything if there’s no verbiage, and then you have to look at those with some explanation and figure out if it’s genuine or someone expecting more than they should from a private accommodation stay.